Step 1 Operations and Administration

Working with Primeast Step 1 Operations and Administration

Contents

This document contains the administrative and operations parts of working with Primeast. Don’t forget to read the other parts to gain further insights and information that you might find useful.

This document is split into the following categories, to allow for easy understanding:

Booking your time

Pre-delivery

Delivery

Post-event

Payment

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Welcome

What follows are our ‘gold standard’ processes, which are particularly relevant to facilitating. From time to time our clients challenge us to be flexible and stray from this ideal. Coaching commitments will be much more under your control and we will rely upon you to keep us informed of arrangements of time, date and place. For other types of intervention, the principles that follow will apply, though they might not apply to all of the activities. This resource will guide you in the operation and administration processes at Primeast

www.primeast.com T: +44 (0) 1423 531083 (EMEA) | +1 609 642 8821 (USA)

www.primeast.com T: +44 (0) 1423 531083 (EMEA) | +1 609 642 8821 (USA)

Booking your time

Holding period We would ask you to hold the dates for client work in your diary as provisional until we can confirm with you. If you are managing the booking process with the client, then please let your client partner and programme coordinator know all date commitments as soon as possible. If you are no longer able to hold these dates, please let us know as soon as possible so that we can try to not let the client down or incur cancellation penalties.

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Visas and travel

If your booking involves travelling overseas, you will need to check visa requirements, make and pay for all the necessary arrangements to ensure you have the right travel documentation. This may need to be undertaken several weeks or months prior to the working taking place so please look into it. Invitation (LOI), but the rest is to be organised by you. If the cost is extraordinarily high, talk to us about how the cost gets covered. If you are travelling away from home to deliver, ensure you know whether you are responsible for making your own travel and accommodation plans or if Primeast or the client is taking care of this. Please recognise that as a routine you will be required to make your own arrangements. If you are staying at a client specified hotel, please ask for the clients preferred rates. We can make arrangements with the client for early confirmation and facilitate any Letters of

NB: during the Covid 19 pandemic we are not advocating travel due to the changing restrictions and risks.

IMPORTANT : Don’t forget to check out the travel document for more information.

www.primeast.com T: +44 (0) 1423 531083 (EMEA) | +1 609 642 8821 (USA)

Work Instructions/Work Orders

Your Programme Coordinator will send you work instructions / work orders when you start on a particular client programme (where applicable). They detail the agreement for fees, delivery and billing arrangements for each programme you deliver as these are likely to differ between clients and projects. They also include the cancellation terms, travel policies, and invoicing terms. This allows us and you to have total clarity on what is expected and when.

IMPORTANT : Don’t forget to check out the travel document for more information.

www.primeast.com T: +44 (0) 1423 531083 (EMEA) | +1 609 642 8821 (USA)

www.primeast.com T: +44 (0) 1423 531083 (EMEA) | +1 609 642 8821 (USA)

Pre-delivery

Confirmation period

A purchase order (sometimes referred to as a work order) will be emailed to you as final confirmation along with a spreadsheet for expenses – with exchange rates if needed. If you are working for Primeast Ltd in the UK this may be a link to Concur, a mobile app for claiming expenses. If you are working for Primeast LLC in the US, please ensure you are set up on Bill.com (see page 20: Invoicing to Primeast LLC)

General timescales for confirmation are as follows:

The client can cancel without penalty between 30 and 23 days in advance of delivery unless otherwise advised. This is client specific and will be agreed with you when we ask you to hold dates or send your work instructions (client specific). If the delivery is confirmed, we will email you with confirmation and forward the relevant details. If venues are being agreed between you and the client, please ensure you let us know where the work is taking place in advance.

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Pre-delivery period

You should contact your client/project manager and arrange for any client information, training, refreshers and supporting materials to be provided in good time. If you are delivering on a project being managed by the business operations team, they will automatically arrange for your materials to be provided. Workbooks, equipment, evaluation forms and prework outputs (where applicable) will be either sent directly to the venue or to your address (when agreed in advance) prior to the delivery taking place. If this is a hotel, they will be sent to the Conference Manager with your name listed in the special instructions. We will let you know who signed for the materials should you need to trace them. If you prefer alternative arrangements, please confirm this with your programme coordinator in advance.

Pre-work or diagnostic outputs will also be provided with the materials where applicable.

www.primeast.com T: +44 (0) 1423 531083 (EMEA) | +1 609 642 8821 (USA)

Delivery

Attendance

Please ensure all participants sign the attendance list on arrival, including observers or co-trainers and sign it yourself. If anyone does not arrive on the morning of subsequent days, please note that on the attendance list and the feedback report form.

Attendance lists or some other form of sign-off (if consultancy or coaching) are usually a requirement of our clients for various purposes (CPD records, hotel and expense reconciliation, funding provision, audit evidence etc). We will provide these where the client requires them along with any instructions. Occasionally we are notified of late changes and will ask you to print a new list to take with you. We do our best to ensure that this is minimal.

Some clients require this as a confirmation of service and will not pay invoices without it.

www.primeast.com T: +44 (0) 1423 531083 (EMEA) | +1 609 642 8821 (USA)

Venues

On arrival at the venue, please check you have everything you need for each day of delivery. Should there be anything missing we can usually send things overnight as an emergency (in Europe from UK or locally in US). The venue should have been given detailed set-up arrangements including catering. Some clients provide you with room set-up and equipment lists on course confirmation. Please work with the arrangements made by our clients. In exceptional circumstances you can make additional request to ensure the learning environment is comfortable and workable. Please note any such instances on your feedback report so that we can keep our clients informed and they can reconcile if any additional charges are incurred.

Please note that some clients do not pay for alcoholic drinks for participants or faculty. Please check with us where possible and don’t assume the client will automatically pay. Primeast will support you for a valid, exceptional need. NB – when working with some large corporate clients, there may be two or more bookings running at the same time in the same venue. If your room set up is incorrectly please check that you are in the right room for your event – yes this has really happened!

www.primeast.com T: +44 (0) 1423 531083 (EMEA) | +1 609 642 8821 (USA)

Venues

We have risk assessment agenda items on your feedback report which are returned to your programme coordinator at the end of your delivery. Where we have responsibility for the due care of people on an event or in a workspace, please carry out the risk assessment of the venue and confirm this in your feedback report. Please check with external venues if there are any planned alarm tests to avoid unnecessary evacuations. The safety procedures must be briefed at the beginning of the event and spot checks are carried out by some clients, including a check box on their evaluation forms.

NB: During the Covid-19 pandemic we have a specific risk assessment and guidance in Useful Documents on the associate portal for you to download.

www.primeast.com T: +44 (0) 1423 531083 (EMEA) | +1 609 642 8821 (USA)

Evaluation and Feedback

Please complete the feedback report you are sent in as much detail as possible so that we can answer any queries from the client. You are the eyes and ears locally for both us and the client, and we can all benefit from the insights gained amongst those you are working with. We can use it to good effect to either champion your cause or defend your actions. We have a record of any feedback on the client’s satisfaction, programme content, participants, safety incidents, your own wellbeing, equipment requirements, business development opportunities and continuous improvement etc. Plus, we just like to hear how you think the event was received. We will always act on any feedback and will try to let you know what has ensued as a result, although this may take some time.

We use a number of evaluation methods, but if you are working with a client’s level 1 evaluation form, please do your best to ensure participants complete the evaluation correctly and point out the high score / low score rational, e.g. some cultures assume 1 is the ‘strongest or best’ score whereas the client’s form may indicate 5 as the highest score. Please do not tamper with any paper evaluation forms, even if the participant has completed it incorrectly (you can note your concerns on your feedback report to us). We can collate and summarise the Primeast format evaluation data for client partners to discuss with you and the client. Please arrange to either scan and email or post these to us.

www.primeast.com T: +44 (0) 1423 531083 (EMEA) | +1 609 642 8821 (USA)

Post-Event

Evidence

Some clients require coaching sessions or consultancy meetings to have evidence of attendance attached to invoices. This can be dealt with by either our client contact report or the client’s own reporting requirements. Please ensure every piece of work you perform is evidenced in some way. In the same way, if you need to change any of the materials or presentations provided, we must hold a copy of what you delivered for ISO compliance. Please send us anything that you have changed on that event.

www.primeast.com T: +44 (0) 1423 531083 (EMEA) | +1 609 642 8821 (USA)

Return to Primeast Please send the following back to Primeast as soon as possible, by the fastest and most reliable method:

For boxes of equipment only: if you need us to arrange a pick-up, please ensure the box is sealed, addressed to Primeast and let us know the name of the person holding it for collection by the courier.

▪

Any evaluations used

▪ Signed attendance list, if used or a list of attendees

▪

Unused profiling tools

NB – delays in submitting signed attendance lists and evaluations may result in payment delays for us all

▪ The completed feedback report and the completed risk assessment

▪ Equipment (eg colour blind, T-cube)

▪ Surplus workbooks (only if equipment needs to be returned, otherwise please hold or destroy as confidential waste)

▪ Amended presentations / handouts

Please let your programme coordinator know how the returns are being sent and their expected arrival date.

www.primeast.com T: +44 (0) 1423 531083 (EMEA) | +1 609 642 8821 (USA)

Invoicing to Primeast Ltd in UK

attached to it along with receipts. The spreadsheet will be emailed to you as soon as the required exchange rate is available. If different currencies are involved this calculates a fixed exchange rate conversion for you and has been designed to save you time and minimise errors. Your invoice need only list fees and ‘expenses as attached spreadsheet’ to avoid duplicating effort! Please email invoice, expenses spreadsheet (as Excel, not PDF) and scanned receipts along with the feedback report (or complete an online version). We prefer to receive scanned receipts but some clients will require a hard copy by post, by fastest method. We will make this a specific request if needed. NB Primeast does not pay for telephone and internet access charges unless required for delivering programme content in an offsite classroom.

We have stringent deadlines for invoicing with some clients to meet their payment runs, otherwise we are penalised with lengthy payment delays. Please send your invoice attendance and feedback report within 2 days of the end of the event (unless other arrangements have been set out in your contract). It helps us all get paid promptly! If this is not possible please contact your programme coordinator in advance. Please ensure your invoice has your bank name and address, account number, account name, sort code (and for international payments we will need a Swift or BIC number), so that we can pay you electronically. Please ensure the invoice has a unique reference, eg Invoice Number, the name of consultant or coach, the event title, date.

Your invoice should have the Expenses Spreadsheet

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Payment (Primeast Ltd UK)

Project terms agreed with client partner Work Instruction document (larger projects only) sent by coordinator

New Associate completes New Supplier form and is set up on accounts system (first time only)

Event confirmed, PO with expense claim spreadsheet & report issued by coordinator

Event occurs, Associate emails the coordinator with invoice, expense spreadsheet, receipts and report within 3 days Finance sets up bank transfer for 42 days from receipt of correct invoice with ‘shared charge’ instruction

Coordinator checks, approves/queries, passes to finance team for payment

Associate can request finance groups payments to minimise charges

PE pays bank charge to send payment. Associate pays charge to receive it (shared charge).

Finance create client invoice with rebillable charges from Associate

US payments from UK only: a US intermediary bank may deduct their charge from receiver

Invoicing to Primeast LLC in US

We have stringent deadlines for invoicing with some clients to meet their payment runs, otherwise we are penalized with lengthy payment delays. Please provide your invoice within 2 days of the end of the event (unless other arrangements have been set out in your work order). It helps us all get paid promptly! If this is not possible please contact your program coordinator in advance. Primeast LLC in North America uses Bill.com a cloud-based service that allows us to manage our accounts payable process easily in a world where everyone is on the go. The information in Bill.com automatically feeds our accounting system.

When Primeast creates your information in Bill.com, so we can pay you, you will receive an invitation from The Bill.com Team notificationonly@hq.bill.com to “create an account” in Bill.com. We recommend that you accept the invitation and setup an account. This actually benefits you because payments will be electronically transferred to your bank account once payments are approved and you will receive your payments quicker. This saves you time and a trip to the bank to deposit a paper check. In addition, you can monitor the status of the payment in the Bill.com system. If you do not set up an account, you will continue to receive payments mailed to you. (Note: Primeast does not have access to your banking information. Bill.com has a secure system where you can input your information directly.)

www.primeast.com T: +44 (0) 1423 531083 (EMEA) | +1 609 642 8821 (USA)

Payment

Providing your invoice and receipts have been submitted to us promptly and we have your feedback report we will always endeavour to pay your invoice at 42 days after receipt by bank transfer and email a remittance advice.

International Payments: one of the costs of working internationally is the cost of moving money from one country to another. If your bank is in a different country to ours, our bank will charge us to pay you and your bank will charge you to receive international payments. Therefore we instruct our bank to share the charges so that we pay our charges and you pay yours. To minimise the cost of this for you we will ask you if we can pay several invoices in one payment. This might mean paying some invoices early and some late where they fall within a reasonably close period. Please anticipate this when checking payments

Please do contact us if money has not arrived as expected.

www.primeast.com T: +44 (0) 1423 531083 (EMEA) | +1 609 642 8821 (USA)

Next Steps

1.If you’re travelling for an assignment, read the travel guidance. 2.Be aware of the Primeast policies as they relate to your

If you are interested in developing new business, co- creating content or designing interventions take a look at Step 2 & 3 guidance. This will take some time investment on your part as well as ours and is only relevant if this is your area of interest. If your role develops into these areas, please let us know. If you feel there is a mutual benefit to you managing a project, please have a conversation with a client partner.

role. These are available in this resource area. 3.Enjoy your time doing what you do best! .

www.primeast.com T: +44 (0) 1423 531083 (EMEA) | +1 609 642 8821 (USA)

Primeast Ltd (EMEA/Global HQ) 5 Greengate Cardale Park Harrogate HG3 1GY UK T: + 44 (0)1423 531083

Primeast LLC (USA HQ) 1600 Perrineville Road Suite 2-325, Monroe Township NJ 08831-4924 USA T: +1 281 9133328

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